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What to do if you don't receive an item


If an item has not been delivered, there are some actions you can take to try to resolve the problem.

Check your order's delivery information

If your order hasn't arrived yet it may still be in transit, so the first thing to do is to check the delivery information. You can find your order's delivery information in your Purchase history. You'll be able to see the expected delivery date, and the address it's being delivered to.

Make sure your delivery address is correct – If the delivery address you provided during checkout is incorrect, select Contact the seller on the order's delivery information page and see if they'll cancel the order. They can then relist the item for you to repurchase with the correct address. If the seller has already posted the order, they won't be able to change the address. If possible, we recommend trying to collect your package from the original address.

Let the seller know your order hasn't arrived

If the estimated delivery date for your order has passed and you still haven't received it, let the seller know. You have 30 days from the estimated delivery date to inform the seller that you didn't receive your order.

Report an item that hasn't arrived
  1. Select More actions beside your item and then I didn't receive it.

  2. Check the box beside I want a refund or I want the item.

  3. You have the option of adding a message to the seller.

  4. Select Send request.

Once you've told them there's a problem, the seller has 3 business days to provide a delivery update, offer a replacement, or give you a refund.

If tracking shows that the item you ordered was delivered after you reported the item as not received, both you and the seller will receive an email notification. Your request will then be closed automatically within the next 24 hours. You still have the option to ask eBay to step in and help before the request is closed automatically.

If the seller offers you a refund

If the seller offers to give you your money back, they have 2 business days to issue your refund. When they do, you'll receive an email letting you know. Your refund will be sent to your original payment method and funds are usually available within 3-5 business days.

How to close a request

If your item arrives after you opened a request, you can close it. Here's how:

  1. Go to your Purchase history and find the order.

  2. Select See request details in the More actions dropdown menu.

  3. Select Close your request and choose your reason from the dropdown menu.

It is important that you are sure you want to close the request as you won’t be able to reopen it once it has been closed.

Learn more about eBay Money Back Guarantee.

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